Open to opportunities

Mike Leonard

@mikeleonard

Message

I lead customer success, logistics, and remote operations across U.S. and LATAM markets.

Guatemala

Message

What I'm looking for

I'm looking for operations, customer success, logistics, or remote support roles where I can lead teams, improve KPIs and workflows, strengthen customer experience, and support U.S. and LATAM markets.

I've supported U.S. and LATAM operations for more than 10 years across customer service, logistics, technical support, digital marketing, and account coordination. At DelCid Satellites, DigiConnect LLC, and DISH Latino, I managed bilingual Facebook, Google, and YouTube campaigns, generated qualified leads, and supported sales funnel optimization.

At Xerox Large Enterprise Operations, I coordinated high-value medical equipment deliveries to hospitals across the United States, resolving logistics, technical support, and escalation issues. I also handled shipment tracking, finance-related reporting, documentation, and cross-functional operational communication.

I've led high-volume support teams at Atento Guatemala and NCO Star Communications, monitoring CSAT, quality assurance, adherence, productivity, SLA, and VOC metrics while coaching teams and improving workflows.

Experience

Work history, roles, and key accomplishments

Community Manager & Web Media Buyer

DelCid Satellites / DigiConnect LLC / DISH Latino

Jan 2018 - May 2025 (7 years 4 months)

Managed bilingual digital marketing campaigns across Facebook, Google, and YouTube targeting U.S. and LATAM audiences. Generated qualified leads and supported sales funnel optimization through paid advertising and audience engagement strategies.

Facebook Ads Google Ads YouTube Ads Community Management Lead Generation Campaign Management Audience Targeting Content Moderation Remote Collaboration

International Prospector – Wholesale & Logistics

Ozeol International / France Operations

Aug 2017 - Jan 2018 (5 months)

Researched and sourced U.S. closeout inventory for resale opportunities in European markets. Coordinated supplier communication, pricing negotiations, and international shipping logistics.

Market Research Supplier Management Negotiation International Logistics Shipping Coordination Customs Compliance

Operations Supervisor

Atento Guatemala – DoorDash Account

Mar 2017 - Jul 2017 (4 months)

Supervised a team of 25 customer support agents within a high-volume food delivery and logistics environment. Monitored operational KPIs including CSAT, quality assurance, adherence, and productivity metrics.

Team Leadership KPI Management Coaching Performance Improvement Escalation Handling Workflow Coordination Customer Experience

Senior Logistics Coordinator

Xerox Corporation – Large Enterprise Operations (LEO)

Oct 2014 - Feb 2017 (2 years 4 months)

Coordinated shipping and logistics operations for high-value medical equipment delivered to hospitals across the United States. Resolved logistics, technical support, and escalation issues while maintaining strong client satisfaction standards.

Logistics Coordination Shipping Technical Support Escalation Management Reporting Cross Functional Collaboration

Customer Service Representative → Supervisor → Operations Manager

NCO Star Communications

Jan 2011 - Dec 2013 (2 years 11 months)

Delivered customer support services for T-Mobile accounts in fast-paced call center environments. Advanced into leadership roles through strong performance, team management, and operational reliability.

Customer Service Call Center Operations Team Leadership CSAT VOC分析 Coaching Quality Audits Process Improvement